Customer Success Manager, Mid-Market

You found us. Awesome. Something led you here, maybe a glimpse of potential and something amazing? Well that’s how we feel about Klue.

Everyone has competitors, yet few know them well. Cue Klue. We are a team relentlessly focused on creating industry leading software to enable every department of every business to leverage the best of the web’s knowledge and the collective insights of their own people.

We are a high-growth company with:

• An experienced leadership team at the helm
• Risk-takers and builders who own it and get IT done
• Combined group, who love the fact that not everything is defined, so we can innovate, create, ignite

Joining Klue, you’ll have the opportunity to own your zone, experiment and find what works. Then execute with the support of a team propelling you forward. We’re all creating this industry leading product. It’s an experience that will no doubt change your career forever.

As a Customer Success Manager you will maximize customer value and you will minimize churn through best-in-class platform adoption to protect, defend and prime Klue’s customer base for future growth through expansion.

You will own the customer experience and business outcomes of the Joint Success Plan to ensure high adoption and best-in-class content quality, the two hallmarks of a strong competitive enablement program.

What success looks like in your role:

• You develop and maintain product expertise for all supported use cases and user personas including Product Marketing, Competitive Intelligence, Market Intelligence, Sales, Customer Success, Product Managers, Marketing and Executive audiences to act as your customers’ trusted advisor. 
• You develop content expertise for supported use cases and user personas referenced above.
• You are able to influence, persuade and inspire customers to change behaviour and to drive the customer’s internal change management needs resulting in best in class adoption metrics and an elimination of the status quo tools and processes.
• You own and turn around common at risk scenarios.
• You are fluent in your understanding of key SaaS metrics and ones important to Klue: GRR, NRR, Net Retention, Churn, TTV and other team, industry and Board-level metrics for your Book of Business.

Leading indicators of success you’ll be measured on:

• Platform adoption – user frequency, depth, breadth (% customers above the usage benchmark)
• Content quality – best practices (% customers with content quality scores above the ‘what good looks like’ benchmark)
• Advocacy – customer referenceability, G2 reviews, NPS, case studies
• Expansion Pipeline – CSQLs (customer success qualified leads)

Lagging indicators of success you’ll be measured on:

• GRR (gross revenue retention)
• NRR (net revenue retention)
• Logo retention
• Customer ROI (Klue’s proprietary measurement)

What we’re looking for:

• You want your customer to own the spotlight and are their biggest champion
• You have a natural ability and desire to build strong internal and external relationships and trust
• You get energized by and look forward to high-touch customer engagements
• You are tenacious and resilient to ensure your customers achieve outsized success
• You aspire to become an expert in customer change management and software adoption tactics and strategies

Benefits:

• Competitive base compensation 
• Extended health & dental benefits that kick in day 1
• Opportunity to participate in our Employee Stock Option Plan
• Time off. Take what you need. We want the team to prioritize wellness and avoid burnout. Vacation usually falls into 3 categories: recharging, life-event, & keeping a work-life balance. Just ensure the required work gets done and clear it with your team in advance. You need to take at least two weeks off every year. The average Klue team member takes 2-4 weeks of PTO per year.
• Direct access to our leadership team, including our CEO
• Be part of a high performing CS team who know how to celebrate their success! 

If you’re hooked and feeling more curious about us, or the role – reach out. Let’s see if there is a great home here with you, now or in the future.

We’re an award winning company, recently named one of Canada’s Most Admired Corporate Cultures by Waterstone HC, included on Deloitte’s Technology Fast 50 list, and winning Tech Culture of the Year at the Technology Impact Awards. We think there is something pretty special going on here. Don’t miss your chance to have a seat on the rocketship before it takes off. 

As #kluecrew grows, we’ve made a commitment to support and contribute to a diverse environment; on our teams and in our community. While we’ll admit we haven’t figured it all out and realize this is a long journey for us all. We’re proud to be an equal opportunity employer and have dedicated that commitment to our current and future #kluecrew. During the interview process, please let us know if there is anything we need to make more accessible or accommodate to support you to be successful.

All interviews will be conducted via video calls. We will continue, while safe to work in a hybrid model of WFH (remote) and in-office. We are excited to work together again in a space, but just as excited to have great people across timezones help us strive for that high quality asynchronous team communication.

We’re excited to meet you and in the meantime, get to know us:

ED&I Initiatives & Commitments – Pay Up For Progress & 50 – 30 Challenge & Klue Blog

️ Series A (2020)

Series B (2021)

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